Soulscribed & Co. Refund & Cancellation Policy
Design Services Refund Policy
Last updated: 14 June 2025
Soulscribed & Co. (“we,” “our,” “us”) is committed to transparent, fair business practices. Because we provide custom, strategy‑driven creative services—work that is highly individualized and largely intangible—our refund terms differ from those of product‑based businesses. Please read this page carefully before engaging our studio.
1. Scope of This Policy
This policy applies to all paid engagements, including but not limited to:
Brand Identity Packages
Website Design & Development
VIP Design Day & Intensives
A La Carte Collateral (e‑books, slide decks, Flodesk templates, etc.)
Retainer or Subscription Agreements
2. Deposits & Project Kick‑Off
Payment Stage
Booking Deposit (40 – 50 % of total) . . . . . . . . . . . . . .
Milestone / Progress Payments . . . . . . . . . . . . . . . . . .
Final Balance
Exception
Technical Defect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Duplicate Purchase . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Accidental Charge
Purpose
Reserves your start date and covers pre-production research and planning.
Triggered by agreed checkpoints (e.g., concept approval, test site handover).
Due at project completion or before final delivery of assets.
Refundable?
Non‑refundable once your project start date is confirmed in writing.
Eligible for a partial refund only if we have not delivered the milestone work.
Non‑refundable once final assets are delivered or the site is made live.
3. Cancellation & Refund Windows
When You Cancel
21+ calendar days before the confirmed start date . . . . . . . . . . . . . .
0–20 days before the confirmed start date.
After the project work has begun
Refund Eligibility
50% of your deposit may be credited to a future project (valid for 6 months); cash refunds are not issued.
The deposit is fully forfeited due to the loss of scheduling capacity.
Payments covering completed work to date are non‑refundable. Any unearned fees for remaining milestones will be voided or refunded at our discretion.
4. VIP Design Day & Intensives
VIP Day bookings are paid in full at the time of checkout.
Rescheduling is allowed once, provided the request is made at least 14 days before the session, and the new date must fall within 60 days.
Cancellations or no‑shows are non‑refundable due to the exclusive nature of the slot.
5. What Else Is Not Refundable
Time already spent on research, strategy calls, and design/ development.
Third‑party costs (fonts, stock photography, plugins, printing, hosting).
Work delivered in editable source files or as live digital assets.
Retainer hours that have already been allocated or used within the current billing cycle.
6. Quality Commitment & Revisions
Your investment includes the revision rounds specified in your proposal. If you believe the delivered work does not match the agreed brief, notify us in writing within five business days. We will:
Review the concerns against the signed project scope.
Provide reasonable revisions at no extra cost if the request falls within scope.
Offer an add‑on quote for out‑of‑scope changes.
Refunds are not issued for dissatisfaction that is subjective in nature (e.g., a change of personal preference after concepts are approved).
7. How to Request a Refund or Credit
Email alexandra@soulscribed.co with your project number and detailed reason.
Allow five business days for our team to review and respond.
Approved refunds/credits are processed within 10 business days via the original payment method unless otherwise agreed.
Digital Product Refund Policy
Last updated: 14 June 2025
Soulscribed & Co. (“we,” “our,” “us”) offers a range of downloadable digital products—including design templates, color‑palette kits, mini–brand workbooks, and self‑paced courses (collectively “Digital Products”). Because these items are delivered instantly and cannot be “returned,” we maintain a strict but fair policy to protect both our customers and our intellectual property.
1. Scope of This Policy
This policy applies only to purchases of Digital Products made through:
soulscribed.co or any sub‑domain
Our official storefronts on any other e-commerce platforms
In‑app checkout links are provided during webinars or live events
A separate Refund and Cancellation Policy (“Soulscribed & Co. — Design Services Refund Policy”), shown above, governs custom design services, retainers, or VIP Design Days.
2. All Sales Are Final
Once your payment is processed and the download link or course access is issued, all sales are considered final and non‑refundable. By completing the transaction, you acknowledge:
You gain immediate access to proprietary content.
You forfeit the right to withdraw per Article 16 (m) of EU Directive 2011/83/EU (digital‑content exemption), except where required by local law.
3. Limited Exceptions
Eligibility Criteria
The file is corrupted or fails to open, and no working alternative is provided within 72 hours of you notifying us.
You unintentionally bought the same digital product twice within 48 hours.
Transaction made with a stolen or unauthorized payment method (requires documented proof or chargeback inquiry).
Resolution
Replacement download link or full refund. . . . . . . . . . . . . . . . . . . . . .
Full refund of the duplicate charge after verification.
Full reversal subject to fraud review. . . . . . . . . . . . . . . . . . . . . .
To submit a claim, please email alexandra@soulscribed.co within seven calendar days of purchase, including your order number, product name, and a detailed description or a screenshot of the issue.
4. No “Change‑of‑Mind” Refunds
We do not issue refunds for:
Realizing the product is not what you expected after downloading
Misunderstanding software requirements (e.g., needing Adobe Illustrator for template files) if those requirements were clearly stated on the product page
Download or usability problems caused by your software, device, or lack of technical knowledge
5. EU, UK, and Australian Consumer Rights
If you reside in a jurisdiction granting mandatory “cool‑off” or statutory guarantees, we comply with those laws. In such cases, you may withdraw only before digital delivery or where the product is proven defective and cannot be replaced. By checking out, you expressly consent to immediate delivery and acknowledge the waiver of the standard withdrawal period where allowed.
6. Chargebacks & Payment Disputes
Initiating a chargeback without first contacting us to resolve a genuine issue is a violation of this policy. We reserve the right to:
Block the relevant license key(s) or log‑in credentials
Report fraudulent activity to payment processors
Pursue legal recourse to recover fees and damages
7. Intellectual Property & Usage Terms
All Digital Products remain the copyrighted property of Soulscribed & Co. You receive a non‑transferable, single‑user license. Redistribution, resale, or sharing in any form is strictly prohibited and voids any right to support, updates, or exceptions under this policy.
8. Updates & Re‑Download Window
Free lifetime updates apply where explicitly stated on the product page.
Download links remain active for 12 months; after that, you’re responsible for backups.
Policy Updates
We reserve the right to revise these Design Services Refund Policy and Digital Product Refund Policy at any time. Changes apply to purchases made after the date listed above as “Last updated”.
Chargebacks & Disputes
Initiating a chargeback without first following the resolution steps above breaches this policy. We reserve the right to pursue legal action and report fraudulent chargebacks to relevant authorities. All project files and licenses remain our property until disputes are resolved and settled.
Force Majeure
Neither party is liable for delays or inability to perform caused by events beyond reasonable control (e.g., natural disasters, government restrictions, internet outages). Any prepaid amounts for undelivered work will be credited toward future services, not refunded.
Governing Law
This policy and any disputes arising under it are governed by the laws of the Republic of Serbia, without regard to its conflict of law provisions. By engaging Soulscribed & Co., you consent to exclusive jurisdiction of the competent courts in Belgrade, Serbia.
Questions?
We’re here to help. Contact us at alexandra@soulscribed.co or schedule a support call to discuss any concerns before proceeding with payment. We aim to respond within two business days.
By commissioning Soulscribed & Co. design studio or by completing a digital purchase through Soulscribed & Co., you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.